Genesys reveals its top 5 customer experience predictions for 2023

Genesys reveals its top 5 customer experience predictions for 2023

Dubai, United Arab Emirates:– Genesys®, the global cloud leader in customer experience orchestration, reveals the top 5 predictions that will impact the customer experience industry in 2023. According to Genesys, in 2023, prioritizing the employee experience, increasing labor costs, establishing digital trust, ongoing investments in digital transformation, and the need for consistency in customer experiences are key factors that will drive the CX industry.

Amr AlMasri, Regional Director, Genesys Middle East, explained, “2022 has proven to be a year filled with ups and downs. From rising consumer and employee expectations to the promise of a post-pandemic “new normal” to a worsening economy, 2022 brought us anticipated and unexpected challenges. Against a backdrop of increasing economic uncertainty, 2023 is poised to create an inflection point for the customer experience (CX) industry. Companies will seek to redefine and deliver on the next era of customer and employee experiences.”

Organizations will put employee experience at the core of their CX strategy and business priorities.

While companies responded quickly to consistently shifting customer expectations by using data and technology to drive personalization and empathy during the pandemic, employee-centricity has largely taken a backseat. This is particularly true for customer service agents who are on the frontlines of